Are you available when your customers come knocking?
Every commercial property agent is aiming to attract potential occupiers to the property they have on their books. If this is you, then you need to be available when your customers call. If they can’t speak to you then they may go elsewhere to find their commercial property. But with meetings and site visits filling your day and often taking you out of the office, how do you know when your customers are likely to call and when you should be available to answer their enquiry?
When Do Your Customers Contact You?
Here at NovaLoca we analysed property enquiry data over a three month period and found that 45% of enquiries are made by telephone suggesting that people want to speak to people when looking for commercial property. 55% of enquiries where made via email. With this in mind we analysed the data further to discover at what times throughout the day these enquiries were made.
· Telephone enquiries are fairly consistent throughout the working day (9am – 5pm) with peaks at 10am and midday.
· Few calls are made before 9am or after 5pm, with no calls at all between 10pm and 7am.
· Email enquiries peak between 11am and 2pm.
· Enquiries via email drop off after 4pm, but increase again at 8pm before declining throughout late evening.
· Email enquiries are made throughout the evening and night.
When should you be available to speak to your customers?
The data suggests that the first hour of the working day is important for ensuring enquiries made overnight (by telephone and email) are responded to. The data indicates that replying to emails may be where your time is most needed first thing in the morning. Overnight telephone enquiries should also be followed up during this period.
Mid morning to mid afternoon (10am to 3pm) appears to be a busy period for both telephone and email enquiries. Therefore, it would be beneficial to ensure there are sufficient people available during this period to speak to customers directly as well as responding to their emails.
Although the number of telephone and email enquiries decline during late afternoon they do continue, especially emails. Therefore, your time is well spent responding to enquiries during this part of the day too. However, fewer resources may be needed at this time than during the middle of the day.
Read our full article to discover more about how this information could affect your commercial property agency or contact the NovaLoca customer services team on 01767 313332 or email info@novaloca.com to find out how you could conduct your own research and analysis of how and when your customers contact you.
